Help Desk

The Level 1 Help Desk Specialist shall possess the following capabilities:

• Rotating Shift work position: 7 days a week, 365 days a year. Generally, 4 days on, 3 days off, with 10 hour work days. No overnight shifts.
• Small team, providing service availability monitoring and help desk support for internet-like collaboration services hosted on a government intranet for a large and diverse community of users
• Provide health and status monitoring and taking appropriate measures when a service outage occurs. Utilize SOPs to perform basic troubleshooting steps to identify the problem, then restart service and/or servers to resolve the issue.
• Document and communicate outage information to co-workers and customers.
• Provide Tier 1 and 2 responses to customer service requests received via phone, email, chat, and tickets.
• Document all communication in a Service Now ticket system, elevate tickets as needed.
• Troubleshoot customer accounts and users' ability to log on to the collaboration environment.
• Provide instructions on how to use services to both external and internal customers.